lma customer handbook - legal.thomsonreuters.com · the lma allows customers to roll all payer and...
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LIBRARY MAINTENANCE AGREEMENT
LMA CUSTOMER HANDBOOK
© 2013 Thomson Reuters L-382786/5-13
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TABLE OF CONTENTS
THE BENEFITS
Predictability .....................................................................................................3 Cost savings ......................................................................................................3
THE PROCESS
Overview of setup ............................................................................................. 4 Billing options .................................................................................................. 4 Transition month ............................................................................................. 5
MAXIMIZING YOUR LMA SAVINGS ............................................................. 6
Adding titles ..................................................................................................... 6 Eliminating titles .............................................................................................. 6 Swapping titles ................................................................................................ 6
SAMPLE INVOICE & DEFINITIONS ...............................................................7
MANAGING YOUR LMA THROUGH MY ACCOUNT ............................... 8
The LMA allocation report ............................................................................... 9 Example ................................................................................................... 9 How allocations are generated .............................................................10 Frequently asked questions ...................................................................10 Other information available through My Account ........................................ 12 Payment history ...................................................................................... 12 Credit history ......................................................................................... 12 Billing & payment ................................................................................... 13 Invoice location ...................................................................................... 13
FREQUENTLY ASKED QUESTIONS ........................................................... 14
ABOUT THOMSON REUTERS WESTLAW PRINT PUBLICATIONS .......... 16
CUSTOMER CONTACTS ................................................................................ 17
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THANK YOU FOR PARTNERING WITH THOMSON REUTERS!
Thomson Reuters created the Library Maintenance Agreement (LMA) to help you more effectively and easily
maintain your library. The LMA provides you with a streamlined billing plan that will help your organization
save money, cut administrative time, and simplify the library budgeting process.
We are providing this handbook to you as a resource that you can refer to now and in the future – whenever
you have questions or want more information about the LMA. If you have further questions not covered by this
handbook, please refer to the contact information found on page 17.
We appreciate your business and look forward to partnering with you to ensure the most effi cient, productive
management of your organization’s legal resource collection.
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THE BENEFITS
The Library Maintenance Agreement (LMA) is a single-subscription contract covering the Thomson Reuters
Westlaw™ print publications within your library. Best suited for customers with large libraries like yours, it
incorporates a multiyear, fi xed monthly rate plan that:
• Increases your ability to accurately predict costs.
• Saves you money without reducing the quantity or quality of your print holdings.
• Equalizes your monthly payments.
• Offers labor savings and convenience through simplifi ed bill-paying and bookkeeping.
PREDICTABILITY
Government agencies, law fi rms, schools, and businesses are looking to use multiyear forecasting, planning,
and budgeting to improve their cost-effectiveness. The LMA assists in that effort by making it easier for
librarians and managing partners to accurately predict the cost of legal research materials in print.
• Your Thomson Reuters Westlaw print bill stays the same from month to month within a year. This
is in marked contrast to the billing peaks and valleys that occur with individual subscriptions, which
may be initiated, renewed, and updated at various times throughout the year.
• You know what you will be paying for Thomson Reuters Westlaw print titles for several years
in advance.
COST SAVINGS
Are there real cost savings with an LMA? Absolutely:
• Your pricing is fi xed, so it is unaffected by subscription price increases, as well as additional materials
and volumes shipped to you as part of any subscriptions included in your LMA.
• All updates are included.
• The agreement may preserve existing discounts (certain discounting requirements may apply).
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THE PROCESSOVERVIEW OF SETUP
Many of our customers have multiple payer accounts. Each account is invoiced on the 4th of the month and
can be viewed on My Account.
A payer account is an account that issues a check for an invoice. Many payer accounts include multiple
locations (ship-to accounts) that receive Thomson Reuters Westlaw print publications. For example, a large
law fi rm, corporation, or government agency may have 20 separate ship-to locations with invoicing up to 10
payer accounts.
The LMA allows customers to roll all payer and ship-to accounts to one invoice or to have each of the payer
accounts receive an invoice for its allocated portion of the LMA charges.
Under an LMA, one-twelfth of the agreement’s pre-tax annual fee is allocated each month across accounts,
whether an account is a location, department, or other subdivision of your organization. See below for
additional details regarding billing options.
BILLING OPTIONS
OPTION A – SINGLE INVOICE
Best suited for organizations that do not require offi ce-level budgeting, the single invoice option begins
when all of your payer accounts and ship-to accounts are consolidated into one monthly bill. This
represents all libraries/locations covered by the LMA. The bill shows shipping detail for each library/
location during a given month and the portion of the agreement’s charges billed to the account. We
will send the bill to any one location you designate. (Other locations can view, download, and print
the invoice on My Account – see page 13.) Subscriptions generally are not moved from one account
to another. The invoice also provides line-item pricing for any titles that are not included under the
agreement.
Depending on your current account structure, migrating to the one-bill option may require some of
these changes:
• All accounts under the LMA are tied to the same account group (common Master Account).
• All accounts under the agreement must have a common payer account, and all charges that are
not under the agreement are billed either to:
• The agreement’s payer account, or
• The individual ship-to accounts
• Debits or credits as subscriptions are moved to accommodate billing preferences.
This allows for accurate valuation of the total print library on a monthly basis, as well as centralized
management of print costs within a large organization.
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OPTION B – LOCATION-LEVEL INVOICING
With this option, LMA values are separately invoiced to each library/location based on snapshots of its
print inventory. These snapshots are taken monthly and matched to the total LMA fi xed charges. Each
month, the library/location invoice automatically adjusts to account for changes in library subscriptions
and print title allocation. This allows for an accurate depiction of the status of your print titles for
that month.
The invoice also provides line-item pricing for any titles that are not included under the agreement.
Location changes in LMA print title subscriptions may result in variance to location-level budgets.
OPTION C – FIXED VALUE BY LOCATION
With this option, the per title values are established by calculating what portion of the entire library ships
to which location. The percentages are then used to allocate monthly charges to each sold-to location.
As values are based on a fi xed percentage during the entire length of the LMA, any changes in print
subscriptions may make the per title values incorrect for some locations, as the allocations are NOT
adjusted at the location level.
The LMA invoice may be sent to one location or to each individual location. The invoice also provides line-
item pricing for any titles that are not included under the agreement.
This option is best suited for organizations 1) that have locations whose library collections do not change
and 2) for which billing options A and B will not work.
TRANSITION MONTH
The LMA goes into effect on the fi rst day of the month after you enter an agreement. Once the LMA is in effect,
you will receive monthly invoices that are simpler and easier to check. Again, these are also available to you on
My Account. During this transitional month, your invoice will contain charges for:
1) Any regularly billed items from the previous month and
2) This month’s new LMA charges; these are prospective in nature
QUESTIONS? Please contact Customer Service at 1-800-328-4880.
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MAXIMIZING YOUR LMA SAVINGS
The LMA’s terms and costs are set for a multiyear period. During that time, you can maximize your savings
through the use of several management strategies. An LMA allows you to budget effectively for the terms
of the contract through fi xed monthly payments. The monthly payments are a pre-tax total and are static
regardless of the number of updates and volumes you receive. Savings on subscriptions grow exponentially
over time.
ADDING TITLES
At predetermined times during the contract, you have the option of including any eligible Thomson Reuters
Westlaw print subscriptions you ordered during the previous 12 months. Your monthly or annual rate will be
increased accordingly.
TIP – Titles added to the agreement will allow you to enjoy the same lower year-over-year savings.
ELIMINATING TITLES
If we cease publication of a title covered by your agreement, you may replace it with a comparable title of
your choosing. To maximize savings, it is best to eliminate unneeded titles from the agreement during the
swapping period and replace with new titles.
SWAPPING TITLES
At predetermined times during the contract, you may replace existing subscriptions with new/different titles
that are a better fi t with your future needs. The percentage of your collection that is subject to this swapping
provision is agreed upon in advance and part of your LMA contract. The duration of the swapping period is 30
days as specifi ed within your LMA contract. You can maximize your savings by:
1) Requesting a swap workbook from your Sales Representative and/or Customer Service Representative
2) Using the interactive workbook for help in choosing which titles to roll in, add, or delete
3) Returning the swap workbook to your Sales Representative for processing
TIP – Cancelling products prior to your swapping period will negatively impact your savings.
SWAPPING EXAMPLE 1
You add $5,000 in titles (roll-ins and new print) while deleting $4,000. The result is a net increase
of $1,000. Since you rolled in more than you deleted, your price will be rebalanced upward by
$83.33 a month.
SWAPPING EXAMPLE 2
You add $1,000 in titles (roll-ins and new print) while deleting $2,000. The result is a net decline of
$1,000. Since you rolled in less than you deleted, your price will not change.
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TOTAL 19,640.80 T
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
SUBSCRIPTION PRODUCT CHARGES
09/25 6081924194 405392716 WHITE AND SUMMERS UNIFORM COMMERCIAL CODE 1 146.50 10.62 157.12 S 6TH V1, PRACTITIONERS TREATISE SERIES
10/03 6082265415 405445704 GLICKSMAN PUBLIC LAND LAW IN A NUTSHELL 1 39.00 2.83 41.83 S 4D
SUBSCRIPTION PRODUCT CHARGES TOTAL 198.95 T
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
SHIP/POST DATEPOSTING NUMBER
FOR PAYMENT REFERENCE
DELIVERYNUMBER
DESCRIPTION QTY UNITPRICE
IN USD
TAXIN USD
TOTALIN USD
LIBRARY PLAN CHARGES
Oct 01, 2012 - Oct 31, 201210/01 6082178584 LIBRARY MAINTENANCE AGREEMENT SUB
BOOKS & BOUND VOLUMES16,892.83
1,224.82 18,117.65
NEWSLETTERS 625.80 45.38 671.18 PERIODICALS 224.89 16.31 241.20 OTHER ITEMS 569.48 41.29 610.77 Subtotal
18,313.001,327.80 19,640.80 S
Included Shipments09/05 6081664057 404720322 OK RULES OF COURT FEDERAL V.II AUGUST 1 Incl
2012 STICKY SUPP
09/06 6081670261 404808540 VA COURT RULES AND PROCEDURE FEDERAL V.II 1 Incl AUGUST 2012 STICKY SUPP
09/13 6081712927 404908303 FEDERAL REPORTER 3D V681 1 Incl
09/17 6081737290 404917566 SOUTHERN REPORTER 3D V89 1 Incl
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SUBSCRIPTION INVOICE SUMMARY
Bill To:ABC CORPORATION1234 MAIN STREETNEW YORK, NY 10011
From:Thomson ReutersP.O. Box 64833St. Paul, MN 55164-0833
Page 1 of 110 02
IMPORTANT NEWSGO GREEN with West's new e-Billing system! Convenient and Easy sign up with no future log in required. Make this the last paper invoice you receive from us. Sign up for e-Billing now and receive an e-mail notification when your invoice is available. Logon to https://ebilling.thomsonreuters.com/Delivery/Welcome to register or call Customer Service at 1-800-328-4880. Thank you for your business.For more information about Thomson Reuters business, or to shop online visit store.westlaw.com.
Customer Service: 1/800-328-4880See reverse side for contact and payment information
BILLING ACCOUNT #:0000000000
INVOICE NO:000000000
INVOICE DATE:10/04/2012
BILLING PERIOD:SEP 05, 2012 -OCT 04, 2012
PAYMENT DUE:11/03/2012
TOTAL INVOICEAMOUNT IN USD:19,839.75
DESCRIPTION PRICE IN USD TAX IN USD TOTAL IN USD
LIBRARY PLAN CHARGES 18,313.00 1,327.80 19,640.80 S
SUBSCRIPTION PRODUCT CHARGES 185.50 13.45 198.95 S
TOTAL INVOICE AMOUNT 19,839.75 T
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1) BILLING PERIOD
Invoice covers any subscription
item shipped to or billed to your
account between the dates shown.
2) TOTAL INVOICE AMOUNT
Package and other charges to
remit by payment due date.
3) LIBRARY PLAN CHARGES
Charges for the LMA and any
other Thomson Reuters Westlaw
print packages.
4) INCL
Indicates this item has a monthly
or annual charge that is included
in the package price.
5) TOTAL (FOR LIBRARY PLAN
CHARGES)
Includes all the preceding
package subscriptions.
6) SUBSCRIPTION PRODUCT
CHARGES
Charges for all other Thomson
Reuters Westlaw print materials,
excluding online and new sale
items that are not part of the LMA
or another package subscription.
These are billed at their regular
subscription rates.
7) SUBSCRIPTION PRODUCT
CHARGES TOTAL
Includes all the preceding non-
package subscriptions.
If you have questions about an invoice
or credit notifi cation, please call
Customer Service at 1-800-328-4880.
SAMPLE INVOICE & DEFINITIONS
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MANAGING YOUR LMA THROUGH MY ACCOUNT
You can take your LMA to the next level of effi ciency by performing all account management tasks online.
The My Account portal saves you time and money by allowing you to:
• Make online payments
• Create account history reports
• Check shipping status
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THE LMA ALLOCATION REPORT
The monthly LMA Allocation Report can be found on the Reports & Alerts tab on My Account.
From this screen, you can access your monthly LMA Allocation Report, where you can view the titles, quantities,
and assigned allocated values included in your LMA contract, and your assigned allocated value for the month.
New allocations are viewable monthly – usually on the 15th of each month.
THE LMA ALLOCATION REPORT: EXAMPLE
An LMA Allocation Report is an Excel® spreadsheet produced monthly to help you separate expenses.
The spreadsheet is built from the billing statement that is generated early in the month and connected
to the LMA and your organization.
Bills are run monthly, and allocation adjustments in between are realized on the following month’s bill.
Therefore, the LMA Allocation Report also changes monthly after the bill has run. Allocations can also change
if there are product changes, pricing changes, quantity changes, product deletions, etc.
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THE LMA ALLOCATION REPORT: HOW ALLOCATIONS ARE GENERATED
1. To calculate the value of your library, add the costs associated with each item.
2. Each item has a retail rate associated with it; each item is also a percentage of your entire library value.
For example, if item A has a value of $10, and your entire library is valued at $100, then item A is 10% of
the value of the library.
3. When an LMA Allocation Report is generated, the retail percentage of each item is determined based on
the retail value of your entire library. For example ...
a. Your Library Total Retail Value = $100
i. Item A = $10 or 10%
ii. Item B = $25 or 25%
iii. Item C = $5 or 5%
iv. Item D = $60 or 60%
b. Now, suppose that your Library Total Retail Value = $50. The allocations are built top-down based
on the retail allocations in correlation with the LMA value. Since the total value is smaller, the dollar
values change but the percentages stay the same:
i. Item A = $5 or 10%
ii. Item B = $12.50 or 25%
iii. Item C = $2.50 or 5%
iv. Item D = $30 or 60%
THE LMA ALLOCATION REPORT: FREQUENTLY ASKED QUESTIONS
Q: Does the Sum/Subtotal add up to my monthly LMA invoice amount?
A: Yes, the total of the allocation equals your LMA invoice price at the organizational level
in a given month.
Q: I found a title that was supposed to be lapsed and not included in my LMA, but it wasn’t.
Can this be changed on my report?
A: This title can be lapsed, and the changes will be refl ected in the next billing cycle. Since the
reports are directly linked to the bill, the corrections won’t appear until the next bill.
Q: When will my reports be available each month?
A: On the 15th of each month.
Q: Why can’t the allocation reports be available at the same time the monthly invoice is
available?
A: The allocation report is run off the billing report and can’t be generated until the bills have been
run for all LMA customers.
Q: How can I get previous LMA Allocation Reports?
A: Request them from Customer Service or your Account Manager.
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Q: Why do some titles have $0 allocated to them?
A: Some titles are not currently scheduled for updates; because there is no estimated upkeep
for those titles, they have $0 allocated to them. If such a title is scheduled for elimination, it
will be removed from your LMA at the next swap period. It’s important to remember that the
LMA is a library package; therefore, removing individual titles may or may not directly affect
your bottom-line price.
Q: Why do the allocation amounts change on the report?
A: Amounts can change based on internal price changes, quantity changes, upkeep changes,
etc. One line-item change can affect the allocation amounts of all items in an LMA,
depending on which billing option you use.
Q: Can General Ledger (GL), Purchase Orders (POs), or cost center numbers be listed on
the report?
A: No. You will need to add them manually.
Q: How do I add a practice area column?
A: Simply export the report into Excel, where you can easily add the column manually. We can’t
add one to the report since we don’t know with which practice areas fi rms want to correlate
certain items.
Q: How do I use the report to bill my locations?
A: Export the report into Excel, where it is easy to customize. Simply split the cost by location as
you wish.
Q: I have billing option C. Why do my rates fl uctuate each month on the allocation report?
A: Rates can fl uctuate on the product level if there are changes made to quantities or if the
product itself changes somehow. The overall value of the entire deal will not change, but the
allocated value to each product and location may change.
Q: I received the wrong product due to an incorrect material number on the order form. How
do we correct this?
A: The incorrect title can be lapsed, and the changes will be refl ected in the next billing cycle.
Since the reports are directly linked to the bill, the corrections will appear on the next bill.
Q: Why can’t we change the allocation report to refl ect the items as listed in my contract
exhibit?
A: The allocation report is based on all items that are currently in the LMA, refl ecting changes
made during the swap period and/or other customer-driven requests. If your sub list
changes, the report will refl ect your changes after the next billing cycle.
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CREDIT HISTORY
My Account allows you to check the status of credits posted in the past 365 days. My Account shows the titles
returned, credit posting date to the account, the amount, and the original invoice number being credited. The
Credit History can be found under the Billing Info tab on the LMA Reports screen.
NOTE – My Account does not allow users to print out any credit memos posted to the account. Users need to
contact Customer Service for copies of credit memos.
OTHER INFORMATION AVAILABLE THROUGH MY ACCOUNT
PAYMENT HISTORY
My Account allows you to check the status of payments made in the past 365 days. The Payment History can
be found under the Billing Info tab on the LMA Reports screen.
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INVOICE LOCATION
My Account allows you to view and print your invoices. To access invoices, go to:
1) Billing information
2) Balance detail
3) The appropriate account number
4) The invoice in question. (Click on this link to see and then print a copy of the original invoice.)
BILLING & PAYMENT
Billing & Payment information can be found under the Billing Info tab on the LMA Reports screen. Click the
Balance Detail button to view the screen below.
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FREQUENTLY ASKED QUESTIONSQ: How do I know what is included in our LMA?
A: Three ways: 1) Reference your LMA contract exhibit; 2) Access your library’s LMA Allocation Report
in My Account; or 3) Call Customer Service.
Q: Will my invoice state the unit cost for each title?
A: No, the LMA overrides unit costs on individual book subscriptions. The allocated value for each book
subscription can be viewed in the Monthly LMA Report found on My Account. You can also reference
your LMA contract for the full-year view.
Q: Does our LMA refl ect the discounts we previously had on print titles?
A: Discounted pricing may be carried forward in calculating your LMA rate. Certain discounting
requirements may apply.
Q: When can we purchase new books?
A: Anytime; additionally, you can roll books into the LMA at your predetermined swapping period,
locking in future upkeep costs.
Q: May we cancel books in our LMA?
A: Yes; however, the monthly fee will not be reduced during the LMA’s term. During your swapping
period, you may replace books and use them to purchase other books.
Q: Can we return a product in our LMA?
A: You may return a product; however, no credits or refunds are issued for returned products that ship
out as part of the LMA because those updates are all included in the LMA package deal.
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Q: Does the LMA affect the timing of book updates?
A: No. We ship updates at the same time we ship them to everyone else. Supplemental materials, new
disk versions, and all updates are included in the agreement.
Q: When will we receive our monthly invoice?
A: The invoice is generated on the 4th of the month and can be viewed immediately on My Account.
Since the LMA goes into effect on the fi rst day of the month after you enter into the agreement,
your fi rst invoice is considered the transitional month. During the transitional month, your invoice
will contain charges for 1) any regularly billed items from the previous month and 2) this month’s
new LMA charges; these charges are prospective in nature.
Q: What happens if Thomson Reuters cancels a title that is in our agreement?
A: You will receive a letter informing you of the change. You may then choose to receive a
comparable title.
Q: What if new volumes are added to a title in my LMA?
A: Your agreement covers new volumes for a title included in your LMA; there is no additional charge.
Pocket parts, pamphlets, replacement or ancillary volumes, looseleaf pages, related supplemental
materials, new disk versions, and updates are included in the agreement.
Q: What happens at the end of the agreement if I do not renew it?
A: Your library goes back to retail pricing for each title you subscribe to, and all previous discounts are
removed. You also lose the advantage of compounded savings you have earned over time with an
LMA. The longer you remain in an LMA, the more savings you accrue.
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ABOUT THOMSON REUTERS WESTLAW PRINT PUBLICATIONSDISTINCTIVE FEATURES
At Thomson Reuters, we strive to put our customers’ needs at the forefront of our product development and
service. We built our reputation as the country’s premier legal publisher by setting and conforming to rigorous
standards of accuracy, timeliness, and practicality. The distinctive features of Thomson Reuters Westlaw
publications refl ect our focus on the customer. These include:
NATIONWIDE COVERAGE – We publish federal and 50-state law: statutes, caselaw, procedural rules,
and administrative materials – all with time-saving editorial annotations.
LEADING AUTHORS – Our authors are experts, noted legal practitioners, judges, and scholars. Their
analysis and practice guidance help protect practitioners from costly missteps and unnecessary hours
of research time.
EXTENSIVE RESEARCH AIDS – Our indexes, tables of contents, and tables of authority are complete
and accurate. Numerous practice aids help you fi nd what you need quickly.
CASE SYNOPSES AND HEADNOTES – Written by our staff of attorney-editors, these concise
summaries help you fi nd cases that an opinion-only search might miss. They contain terms that the
authoring judge may not have used, such as terms of art or words that describe legally signifi cant
relationships.
THE WEST KEY NUMBER SYSTEM® – This exclusive method organizes the complete body of U.S.
law into more than 400 topics and 100,000 subtopics, with a Key Number for each point of law. It makes
your research more precise and effi cient. Key Numbers apply to all U.S. jurisdictions and across all
Thomson Reuters Westlaw publishing formats (print and electronic).
CRAFTSMANLIKE BOOKS – Thomson Reuters Westlaw books are the work of master printers and
binders. They are built to withstand constant use.
THOMSON REUTERS PROVIEW™ eBOOKS – You can now place eligible ProView eBooks into
your LMA. Powered by the Thomson Reuters ProView app, our eBooks enable you to access your trusted
legal references anytime, anywhere, on your desktop, laptop, or tablet. They include professional-grade
functionality, such as the ability to add notes and highlights, transfer notes to new eBook editions, and
verify controlling authority with links to WestlawNext®.
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CUSTOMER CONTACTSGENERAL BILLING, SUBSCRIPTION, AND ACCOUNT INQUIRIES
Customer Service
Phone: 1-800-328-4880 (Mon.-Fri., 7 a.m.-8 p.m., CT)
Fax: 1-800-340-9378
Email: [email protected]
My Account website: myaccount.thomsonreuters.com and select West
PAYMENTS
Thomson Reuters West Payment Center
P.O. Box 6292, Carol Stream, IL 60197-6292
Email: [email protected]
REFUND INQUIRIES
Customer Service
Phone: 1-800-328-4880 (Mon.-Fri., 7 a.m.-8 p.m., CT)
P.O. Box 64833, St. Paul, MN 55164-0833
Email: [email protected]
MERCHANDISE RETURNS
Thomson Reuters Returns
Building B, 525 Wescott Road, Eagan, MN 55123
FEDERAL GOVERNMENT ACCOUNT INQUIRIES
Customer Service
Phone: 1-800-328-2781 (Mon.-Fri., 7 a.m.-5 p.m., CT)
Fax: 1-651-687-6857
Email: [email protected]
WESTLAW ONLINE RESEARCH ASSISTANCE
Reference Attorneys
Phone: 1-800-REF-ATTY (1-800-733-2889)
WESTLAW ONLINE TECHNICAL ASSISTANCE
Technical Support
Phone: 1-800-WESTLAW (1-800-937-8529)
Email: [email protected]
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LIBRARY MAINTENANCE AGREEMENT
LMA CUSTOMER HANDBOOK
© 2013 Thomson Reuters L-382786/5-13